Answer types for questions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Several answer types are available for agents to provide answers to questions in a decision tree.

    Table 1. Type of answer
    Choice Description
    Choice A list of choices. The list types are:
    • New list: New choice list
    • Pre-defined list from a table: Existing choice list from a selected table

    Use "None" as the first choice in the list: Option to add None as the default value in the list.
    Date Date in the format of YYYY-MM-DD
    Date/time Date and time in the format of YYYY-MM-DD HH:MM:SS
    Decimal A number including decimal points.
    Integer A number that does not include decimal points.
    Reference Reference to a field from another table. When this answer type is selected, the following fields appear:
    • Reference table: Table for selecting a field from.
    • Apply a filter: Condition to filter the search results.

    For example, the Caller field on the Incident table is a reference to the User [sys_user] table.
    String A line of text. When this answer type is selected, the following field appears:

    Maximum number of characters: Length limit of the text string.
    True/False Check box that enables the user to indicate whether the condition is true or false. If selected, it returns a value of true.